The process of performance management directly follows the successful onboarding of new employees. This includes ongoing employee training and development,

The process of performance management directly follows the successful onboarding of new employees. This includes ongoing employee training and development, yearly employee performance appraisal evaluations, ongoing feedback through one-to-one meetings with leaders, and readiness for potential promotional opportunities. The challenges related to performance management can cause many other issues throughout the organization. This includes employee dissatisfaction, attrition, low performance, impacts on the customer, and much more.

You have just been hired as the vice president of call center operations for a 100-person inbound call center. You have deep expertise in the performance management and training processes in call centers and are concerned with the high call center agents’ turnover rates (especially in the first six months of employment), the low leadership abilities of team leaders, low employee engagement scores, low tenure (less than two years) of the current call center agents, and the lack of performance reviews for the last two years. You have been asked to develop a performance management plan that will turn the situation around in the call center.

General Requirements

This assignment uses a rubric. Please review the rubric prior to beginning the assignment to become familiar with the expectations for successful completion.

Doctoral learners are required to use APA 7th style for their writing assignments. The APA Style Guide is located in the Student Success Center.

Refer to the 
Publication Manual of the American Psychological Association for specific guidelines related to doctoral level writing. The Manual contains essential information on manuscript structure and content, clear and concise writing, and academic grammar and usage.

Include a minimum of five scholarly topic-relevant sources (majority of articles should be published within past five years).

Directions

Write a paper of 1,350-1,500 words that provides a foundation for the performance management plan you will be presenting to the organization. Discuss the following components in this plan:

1. Introduction (to include a thesis statement)

2. Summarize the best practices in the performance management process for call centers.

3. Discuss the influence of employee feedback, training and development, and appraisals on employee performance and satisfaction.

4. Describe how the employee performance appraisal process can influence employee motivation, stress, satisfaction, and retention.

5. Summarize how a new performance management process can solve many of the challenges identified in the scenario above.

6. Prepare a brief plan that describes how you will address the issues in the call center. This should include several phases that you would recommend to the organization. Be sure to use all of the expertise you have gathered throughout this class.

7. Conclusion

Share This Post

Email
WhatsApp
Facebook
Twitter
LinkedIn
Pinterest
Reddit

Order a Similar Paper and get 15% Discount on your First Order

Related Questions

DB 631 Replies James Peer 1 Teacher

DB 631 Replies James Peer 1 Teacher credentials and beliefs, classroom environment and curriculum, general school policies and culture, and district policies and characteristics can all be areas of school context that interfere or enhance the student experience. Eccles and Roeser (2011) identify three levels of contexts similar to the

Selection Interview *Submit on Canvas under ‘Assignments’ Tab within ‘Weekly

Selection Interview *Submit on Canvas under ‘Assignments’ Tab within ‘Weekly Assignment’ Group **Answer the questions on a blank page of this document. Keep the requirements in mind (.5 pages, double spaced, 12 point Times New Roman, 1” margins, not including title page or references). Name: Student ID: Instructions: Watch the

Disability Awareness Quiz    Next to each statement, indicate if you believe that statement to be true or false.    1.

Disability Awareness Quiz    Next to each statement, indicate if you believe that statement to be true or false.    1. Only people who can’t walk use wheelchairs.  2. You have a friend who has a speech impairment and sometimes you’re not sure what he  said. To make things easier, you should pretend that you understand.  3. When you meet someone who is blind or visually impaired, you should introduce  yourself to that person.  4. When communicating with people who are deaf or hard of hearing, it is necessary to  speak through an interpreter.   5. It’s safe to assume that people with disabilities usually need help.  6. It’s okay to gossip about people who are deaf hard or hearing because they can’t hear you  anyway.  7. People who use wheelchairs can’t go anyplace fun.  8. People with cerebral palsy usually have a cognitive disability, too.  9. People with disabilities want to be treated just like everyone else.  10. When you meet someone with a guide or companion dog, you should make friends with  the dog first so that the dog is comfortable with you being nearby.  11. Among other professions, people with disabilities work as stockbrokers, lawyers, doctors  and teachers.  12. People with disabilities prefer to hang out with others who have disabilities.  13. Most public places such as movie theaters, restaurants and ballparks are easy for people  who use wheelchairs to enjoy.  14. People with disabilities can’t dance.  15. It’s okay to ask people with disabilities about their disabilities.  16. People with disabilities can participate in competitive sports.  17. People with disabilities can’t live on their own when they grow up.  18. Disabilities are illnesses to be treated by medical professionals in the hope of a cure.  19. People can become disabled at any point in their lives.  20.

Part 1 (5 pts): Read and review two articles on the topic of fixed and growth mindsets (supplied just below). Using APA writing style, offer a

Part 1 (5 pts): Read and review two articles on the topic of fixed and growth mindsets (supplied just below). Using APA writing style, offer a Title Page, three short  reflection paragraphs (introduction, body and conclusion) and a reference page listing the two supplied articles. The term paper will evolve, moving away from a “reflection” paper,